Customer Experience

6 months ago

Birmingham, United Kingdom Absolute Collagen Full time

We are Absolute Collagen, the Original Collagen Specialists, Certified top 100 Best place to work & Sunday Times 4th Fastest Growing Business in Britain Come and join us in a world of limitless potential, where absolute possibilities become extraordinary realities.

Are you a customer service superstar looking for a company that appreciates you and supports you to shine Our growing team work on a hybrid basis, two days in our Birmingham office and 3 days from home. We can also work from anywhere for August and December.

**Department Purpose**:
At AC, we genuinely put our customers (Absoluters) at the heart of everything we do. They’re the reason our business exists

We’re passionate about the customer experience, and keeping our customers happy and loyal is our number one priority. Sitting within the Customer Service team, the role requires both reactive and proactive engagement with our customers to improve customer retention, increase customer lifetime value, boost customer loyalty and create a better customer experience.

**Role Purpose**:
Due to growth across the business and our exciting plans for the future, we are looking for an additional person to join the team to: support and engage our customers to improve customer retention; increase customer lifetime value; boost customer loyalty and create a better customer experience.

We’re passionate about the customer experience, and keeping our customers happy and loyal is our number one priority. Sitting within the Customer Service team, the role requires both reactive and proactive engagement with our customers to improve customer retention, increase customer lifetime value, boost customer loyalty and create a better customer experience.

**Key Responsibilities**:
You will be the first point of contact for our customers, ensuring a fantastic relationship is built, their questions are answered, brand loyalty is built and most importantly, the customer is retained. You’ll have previous experience within a customer retention function, excellent communication skills and a natural ability to build rapport.
- Retain customers through excellent customer service, specifically active listening, using effective questioning techniques and finding solutions to problems to ensure customer happiness
- Build rapport and trust
- Utilise product toolkit to offer the right solution for each customer
- Provide a detailed and informative service about our products and services to customers
- Cross functional liaising with all departments in the organisation to share customer feedback on products, services and experience
- Ensure departmental customer KPIs are met, specifically customer save rate, customer satisfaction, call quality, first time resolution, call abandon rate

**What we need from you**:

- Ability to communicate effectively to increase loyalty across our customer base.
- Ability to handle complaints in a competent and calm manner ensuring the customer is left happy with the outcomes.
- Confident working within a busy and demanding environment with the ability to multi-task and work in an agile way.
- Exposure working towards targets within a professional setting with a proven track record in results.
- Demonstrable experience of going above and beyond to deliver excellent customer experience.
- Contribute to the continuous improvement of processes and share customer feedback to facilitate this.
- Ensure all customer details are entered correctly and that all GDPR requirements are adhered to in every customer interaction.
- Ensure departmental KPIs and SLAs are met, specifically customer satisfaction, call quality, missed calls and retention save rate.
- Process customer orders and refunds where applicable.
- Proactively stay up to date with campaigns ensuring delivering a consistent message to all customers.
- Have excellent knowledge of the entire AC product range - training provided.
- Look for opportunities to increase customer awareness of products available with a view of converting into sales.
- Look for opportunities to delight our customers.
- Excellent complaint management skills ensuring a positive outcome for all complainants.

**Qualifications & experience**
- 2-3 years experience in a similar retention position and customer focused role.
- 2+ years of Microsoft Office and/ or Google Suite
- Basic to Intermediate computer skills
- Clear, effective and confident communication skills
- Proven track record of achieving targets
- Confident and clear telephone manner
- Working in a fast paced environment
- Ability to multitask and prioritise workload.

**Skills & Attributes**
- You’ll have a natural passion for doing the right thing for the customer, whilst delivering a great AC customer experience
- Previous experience of retaining customers in a retention team environment.
- A keen interest in the wellness & beauty sector
- Be solution focused
- Excellent problem solving skills
- Ability to prioritise workload and work well under pressu

  • Global Experience Specialist

    3 weeks ago

    Birmingham, Birmingham, United Kingdom GES - Global Experience Specialists Full time

    Discover a rewarding career in live events and exhibitions with GES - Global Experience Specialists. Our Customer Care Team is the backbone of our customer service, delivering top-notch support to exhibitors across the UK. Based in Birmingham with the flexibility of hybrid working, you'll be at the forefront of delivering exceptional service through various...

  • Customer Experience Specialist

    5 months ago

    Birmingham, United Kingdom Interface, Inc. Full time

    Location - Birmingham City Centre Customer Experience Specialist As a key member of the Customer Experience Team in EMEA. The Customer Experience Specialist is responsible for delivering a world class customer service to our customers both externally and internally. Through pro-actively going beyond our customers’ expectations in managing their orders...

  • Customer Experience Specialist

    5 months ago

    Birmingham, United Kingdom Interface, Inc. Full time

    Customer Experience Specialist As a key member of the Customer Experience Team in EMEA. The Customer Experience Specialist is responsible for delivering a world class customer service to our customers both externally and internally. Through pro-actively going beyond our customers’ expectations in managing their orders through to fulfilment whilst being a...

  • Customer Experience Specialist

    6 months ago

    Birmingham, United Kingdom Interface, Inc. Full time

    As a key member of the Customer Success Team in EMEA. The Customer Experience Specialist is responsible for delivering a world class customer experience to our customers both externally and internally. Through pro-actively going beyond our customers’ expectations in managing their orders through to fulfilment whilst being a true Voice of our customers...

  • Customer Experience Lead

    3 weeks ago

    Birmingham, Birmingham, United Kingdom SCC Full time

    Customer Experience ManagerAt SCC, we are looking for a skilled Customer Experience Manager to join our team. As a key member of our Customer Success Team, you will be responsible for leading the way in delivering exceptional customer experiences.Key Responsibilities:Develop and implement customer experience metrics and measures to capture and report on...

  • Customer Experience Specialist

    4 days ago

    Birmingham, United Kingdom Interface, Inc. Full time

    Role Purpose:As a key member of the Customer Experience Team in EMEA.The Customer Experience Specialist is responsible for delivering a world class customer service to our customers both externally and internally.Through pro-actively going beyond our customers' expectations in managing their orders through to fulfilment whilst being a true Voice of our...

  • Customer Experience Specialist

    6 days ago

    Birmingham, United Kingdom Interface, Inc. Full time

    Role Purpose: As a key member of the Customer Experience Team in EMEA. The Customer Experience Specialist is responsible for delivering a world class customer service to our customers both externally and internally. Through pro-actively going beyond our customers’ expectations in managing their orders through to fulfilment whilst being a true Voice...

  • Customer Experience Specialist

    5 months ago

    Birmingham, United Kingdom Hart Training and Recruitment Full time

    Do you have an interest in live music, festivals and events? Are you ready to take your career to the next level in an exhilarating industry? Our client is recruiting for a Customer Experience Specialist to join their team based in the vibrant area of Digbeth, Birmingham. Benefits include an annual bonus of up to 15% of your basic salary depending on...

  • Customer Experience Specialist

    19 hours ago

    Birmingham, Birmingham, United Kingdom Birmingham City Football Club plc Full time

    Job Title: Customer Experience SpecialistBirmingham City Football Club is seeking a skilled and customer-focused individual to join our team as a Customer Experience Specialist. This role involves enhancing the matchday experience for supporters by providing exceptional customer service and addressing their inquiries, complaints, and feedback.The ideal...

  • Director of Customer Experience

    3 weeks ago

    Birmingham, Birmingham, United Kingdom GreenSquareAccord Full time

    About the RoleWe are seeking an experienced professional to lead our customer engagement and investment team.As Director of Customer Experience, you will be responsible for developing and implementing strategies to enhance customer satisfaction and perception measures.You will oversee the support and development of our customer panel, collaborate with...

  • Customer Experience Manager

    7 months ago

    Birmingham, United Kingdom SCC Full time

    Contract Type :  Permanent Salary Package:  Competitive   plus car allowance/company car large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year Hours:  am – pm Monday – Friday.  We also offer the opportunity to benefit from a Core Hours arrangement (role-specific), providing flexibility around your...

  • Customer Experience Ambassador

    3 weeks ago

    Birmingham, Birmingham, United Kingdom Jardine Motors Group Full time

    About the RoleWe are seeking a Customer Experience Ambassador to join our team at Stratstone, providing exceptional service to our customers and ensuring a warm welcome to every visitor.Key Responsibilities:Provide a professional and warm welcome to every customer as soon as they walk through the door.Strive for exceptional service by understanding each...

  • Customer Experience Manager

    3 weeks ago

    Birmingham, Birmingham, United Kingdom Colliers International EMEA Full time

    Key ResponsibilitiesAs a key member of the Colliers International EMEA team, you will be responsible for delivering exceptional customer experiences across all touchpoints.Ensure Customer Satisfaction: Develop and implement strategies to exceed customer expectations, drive loyalty, and foster long-term relationships.Lead Front of House Teams: Provide...

  • Customer Experience Lead

    3 weeks ago

    Birmingham, Birmingham, United Kingdom SCC Full time

    About the RoleWe are seeking an experienced Customer Experience Manager to join our team at SCC. As a key member of our Customer Success Team, you will be responsible for driving maximum adoption of initiatives aimed at improving the customer experience.

  • Customer Experience Associate

    7 days ago

    Birmingham, Birmingham, United Kingdom Signet Jewelers Ltd. Full time

    Role OverviewThe Customer Experience Associate role at Signet Jewelers Ltd. involves creating memorable customer interactions, driving sales growth, and contributing to store performance. As a key member of our sales team, you will play a critical role in achieving business objectives and building strong relationships with customers.Key...

  • Customer Experience Advisor

    6 months ago

    Birmingham, United Kingdom Amplivox Limited Full time

    **Customer Experience Advisor Role Profile** **The Role** Amplivox are looking to appoint a Customer Experience Advisor to join the Operations team in supporting its continued business development and growth. **Key Areas of Responsibility** - First line customer communication - verbal and written. - Liaising with customers regarding the servicing, repair...

  • Customer Experience Executive

    6 months ago

    Birmingham, United Kingdom Bell Cornwall Recruitment Full time

    **Customer Experience Executive** £20,000 - £25,000 Birmingham City Centre BCR/RM/10733 Are you looking to work within a vibrant and fast paced environment in a fantastic new office? Bell Cornwall Recruitment are recruiting for an exciting opportunity as Customer Experience Executive based in Jewellery Quarter! Our client is one of the fastest growing...

  • Customer Experience Specialist

    3 weeks ago

    Birmingham, Birmingham, United Kingdom Bighornlaw Full time

    We're seeking an enthusiastic, highly-motivated customer service professional to provide exceptional experiences for our customers. This role requires a strong background in service, with exceptional communication, listening, and problem-solving skills. If you enjoy interacting with people and are interested in career growth and development, we encourage you...

  • Customer Experience Specialist

    4 weeks ago

    Birmingham, Birmingham, United Kingdom Acivico Full time

    Job Role OverviewWe are currently seeking a highly skilled and customer-focused individual to join our team as a Customer Experience Specialist.Key ResponsibilitiesSupport the Building Regulations function at Acivico, providing exceptional customer service and ensuring seamless delivery of projects.Register applications, oversee projects from inception to...

  • Customer Experience Ambassador

    3 weeks ago

    Birmingham, Birmingham, United Kingdom Hilton Hotels Full time

    About the Role:Customer Experience AmbassadorWe are seeking an exceptional Customer Experience Ambassador to join our Front Office team at Hilton Hotels. As a key member of our reception area, you will play a vital role in creating unforgettable experiences for our guests. Your primary responsibility will be to deliver exceptional customer service, ensuring...